The digital age has ushered in piles of information, accumulating at breakneck speeds. What to do with it all? Say hello to big data analytics. You’ve heard that three word phrase spewed in every single direction – for good reason. To gain the competitive edge, businesses need be agile. In order to be agile, hidden patterns and correlations require uncovering to gain immediate business insights.
What does this have to do with IT? Everything! According to a 2015 survey on CIO.com, 38% of business leadership perceive IT as a service provider and 18% as a cost center. That’s bad news, considering IT is working hard to shift its perspective from a cost and productivity function, to that of a business enabler and transformational driver.
Give the Gift of Sight
“We do reports already,” you say. Don’t follow the wrong bread crumbs! Reporting and analytics are two very different things. Reporting provides data in a static and structured way, measuring and monitoring business performance. It answers the “what” questions.
In order to be a business enabler and stay on top of the competitive marketplace, there needs to be understanding of the “why,” “how,” and “when.” That’s where analytics comes into play. It doesn’t just provide data, but provides answers behind the numbers. It takes your data and converts it into intelligence and insights.
Here’s how we can apply reporting vs. analytics to 5 important metrics in service management:
|Cost per ticket||Higher than average cost per ticket recorded this month.||Why is there a higher than average cost per ticket, especially with lower-than-average quality levels?|
|Customer Satisfaction||Overall CSAT score has seen a downward trend this month.||Why are we seeing this downward trend? Were there specific weeks that were worse than others? Were the customers experiencing specific issues that popped up this month that we have not been encountered before?|
|Agent Utilization||Agent utilization rate is high the last two weeks.||Why is our agent utilization rate high? Are we pushing our agents too hard, leading to their burnout?|
|First Touch Resolution||Our first touch resolution percentage is low.||Does this correlate with why our CSAT scores our low? Are agents missing particular training on tools to enable faster resolution?|
|Mean Time to Resolve (MTTR)||MTTR has increased this past month.||Why have we seen this increase? Do we not have enough agents to take care of the volume? Are we missing key information in knowledge management tools and remote diagnostics to resolve issues?|
Share to Drive Transparency
Your parents weren’t joking when they told you to share. Make sure your analytics dashboards are transparent to stakeholders. Present data in graphical format, but allow for drill downs on the metrics for those that like details. Dashboards help facilitate discussions on process improvements and position IT as a thought leader in process innovation and continuous improvement. Plus, other business units might catch on to creating their own dashboards.
Don’t just compare apples to apples. Open up your data and compare it with companies similar to yours on scale, complexity, and geography. It will give you comparative cost and performance analysis and inform you if you are staying ahead of competition. Don’t deny the power of big data.
Interested in learning more? Check out our BrightTALK webinar on 5 Metrics for Better Service Management Visibility.